Relief Call Center Diet Assistant (Newark, CA) (multiple openings)

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This is a Stanford Health Care job.

A Brief Overview
Receives phone calls in an off-site call/service center environment from hospital patients (or their families/caregivers) who are requesting Room Service for meal ordering; take orders and answer questions about menu items available for ordering and delivery to their rooms; assists them by entering orders for menu selections into a computerized food service system, in accordance with established call/service center standards, available menu items, and dietary restrictions; provides exemplary service and customer care.

Relationships with Others
• Employees in this class have regular telephone time with patients, visitors, clinical staff, and/or the public and in-person contact with co-workers.

Supervision Received
• While learning work standards, processes, and procedures, employees receive supervision and support from a supervisor or manager. As proficiency increases, supervision becomes general.
• Employees in this class receive general supervision from a supervisor or manager who assigns work verbally or through written instructions (ie., standard of work) to provide structure and guidelines for assigned tasks and quality, and quantity expected, deadlines, and priority of assignments.
• Employees perform the work as instructed and consult with the supervisor or manager for decision or help on deviations, problems, and unfamiliar situations not covered by instructions.
• Work is reviewed by the supervisor or manager occasionally by observation and document review for accuracy, adequacy, timeliness, and conformance to instructions, work standards, guidelines and procedures.
• Employees in this class follow all applicable regulatory requirements, department procedures and standards, and SHC policies while performing the work.

Education Qualifications
  • High school diploma, or GED equivalent

Experience Qualifications
  • One (1) or more years of customer service, food service, and/or call-center experience.

Required Knowledge, Skills and Abilities
  • A practical knowledge of nutrition and medical terminology is desirable.
  • Basic computer skills and ability to quickly learn and become proficient in the use of menu ordering software.
  • Skilled in the use of the office equipment including (but not limited to): computers, calculators, telephones (including hands-free headset), fax machines, answering machines, and photocopy machines.
  • Strong interpersonal and customer service skills and ability to providing outstanding service at all times.
  • Ability to learn and work within established standards, policies and procedures affecting assigned work.
  • Ability to read and write and follow oral and written instructions.
  • Ability to answer telephones courteously.
  • Ability to communicate clearly, both verbally and in writing, and be understood by individuals of various ages.
  • Ability to maintain confidentiality and abide by all acceptablestandards in safeguarding information to respect and protect patient privacy.
  • Ability to make sound judgments and decisions, problem solve as needed and maintain composure in stressful situations.
  • Good problem-solving skills and negotiation skills to work with patients in selecting meals that meet the guidelines of their diet order.

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family's perspective:
  • Know Me: Anticipate my needs and status to deliver effective care
  • Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
  • Coordinate for Me: Own the complexity of my care through coordination

#LI-MH1

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.